IAG: Laying the foundations for digital employee experience

IAG has implemented a comprehensive and strategic approach to the digital workplace. Built on a vision of the value of “people experience”, different digital workplace teams are presented as a single identity and brand to employees. Within this, a “People Enablement” team focuses on adoption, change management, user education, analytics and ongoing dialogue with employees.

The strategy is delivered through an array of channels and approaches including a training program, self-service resources, digital champions, Digital Workplace Expo events, reporting dashboards, an ideation portal and more. The overall approach helped ensure IAG employees were well-supported during the pandemic, and is driving good underlying adoption of key systems across IAG’s Microsoft 365-powered Digital Workplace.

Why this won a Gold award

• IAG’s execution of its strategy and vision provides a joined-up and detailed approach to the digital workplace and employee experience, rarely seen within an IT function.
• There’s a real focus on people and their experience that threads through everything from process design to the way the Digital Workplace portfolio is positioned with employees.
• The underlying governance framework and cross-functional structure is excellent.
• The ongoing commitment to change management, engagement, adoption and digital training is refreshing.
• Some of the engagement channels are very well-executed, in particular the Expo events.
• We like how the People Enablement team has influenced the IAG culture, and also encouraged the Technology division to be more people-centric.
• We love that the entry detailed so many lessons learned for other teams to follow.

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